Canada

Survey Reveals Poor CRM Strategy Impacts Retention with US customers

Published

4 years ago

June 10, 2022

Enteractive/Harris Poll Findings Reveal Americans Would Prefer Human Interaction

Leading retention firm Enteractive announced the results of a survey of Americans attitudes towards customer relationships in the United States. The survey was commissioned by Enteractive and conducted online by The Harris Poll among over 2,000 U.S. adults 18+ to shine a light on consumer preferences and attitudes in the US, as the European CRM experts enter the market in 2022.

With recent legalization in New York, plus 19 other states allowing some form of wagering, online gambling brands are signing up thousands of new players during important sporting events like the Super Bowl, March Madness and the upcoming Tennis Grand Slam events, the US Open and Wimbledon. However, they are also losing a large proportion of newly acquired customers due to a poor approach to loyalty and CRM standards.

The findings of the survey were consistent with this lack of CRM focus in the US, especially in the technology and entertainment fields currently. Some of these include:

– 90% of Americans would prefer to speak with a real person when contacting a brand with an inquiry as opposed to an automated agent

– 89% of Americans believe brands’ call agents should speak the same language as the customer they are calling

– 87% of Americans think US brands should use a CALLER ID when contacting customers so they can clearly see who is calling them

– 87% of Americans said they are MORE LIKELY to stay loyal to brands if they are able to speak with live agents who care about their experience when contacting them

– 70% of Americans find robo-calls from brands frustrating, with 54% confiding they are VERY frustrating

– Two in five Americans would not be averse to getting a call from brands (42%) to check in and improve the customer relationship

Enteractive CEO Mikael Hansson noted, “I was so pleased to see the results as they bear out our personal interaction business model, that we are excited to be bringing to the US later in the year.” Adding, “Since 2009 we’ve had real people talking to our clients’ customers in their own language to bring them back with amazing success. We’re looking forward to helping US companies with their customer retention by actually speaking with their users as well.”

A leader in customer retention in the online gambling sector across various global markets with clients typically seeing a 500% increase in customer reactivation, and a 300% increase in customer spend, Enteractive is entering the US market as online and mobile sports betting and other iGaming formats grow quickly as the number of states with legalized sports betting has increased.

As part of the survey, Enteractive polled Americans on attitudes towards online gambling and found that 52% support some online casinos/sports betting nationally, while 49% approve of the same at the state level.

“There’s currently a gold rush in the US sports betting market,” adds Hansson, “and the eventual winners will be those brands that engage with their customers and build relationships for the future. Every brand must keep a clear focus on all aspects of their offering, ensuring that all the hard work in getting to market, and the expense of customer acquisition is not quickly lost to lapsing customer relationships.”

Alberta

Play’n GO granted Alberta iGaming licence, expanding Canadian market footprint

Published

1 day ago

May 22, 2026

GamingAmericas.com

play’n-go-granted-alberta-igaming-licence,-expanding-canadian-market-footprint

The Swedish gaming giant confirms its entry into another regulated market, with its industry-leading portfolio of games set to launch in Alberta.

Play’n GO, one of the world’s leading casino entertainment providers, has been granted a licence to supply online gaming content in the Canadian province of Alberta, marking another milestone in the company’s expansion across regulated North American markets.

The licence, awarded by the Alberta Gaming, Liquor & Cannabis Commission (AGLC), allows the company to offer its portfolio of premium online casino titles to licensed operators in the province ahead of Alberta’s planned market launch later this year.

Alberta represents an important new regulated opportunity within Canada, complementing Play’n GO’s established presence in Ontario and Quebec, while reinforcing the company’s commitment to operating exclusively in regulated jurisdictions.

Magnus Olsson said: “Being granted a licence in Alberta is another important step in our North American growth journey and further strengthens our presence in Canada.

“Regulated markets are the foundation of our business, and Alberta represents an exciting opportunity to expand our footprint in a jurisdiction that shares our commitment to high standards, player protection and long-term sustainability.”

The Alberta licence forms part of Play’n GO’s broader strategy of expanding through regulated markets, working closely with licensed operators to deliver compliant, high-quality gaming content focused on innovation, responsibility, and long-term commercial value.

As part of its market entry preparations, the company has aligned its technology and game portfolio with Alberta’s regulatory standards and requirements, with an initial batch of titles already undergoing certification to ensure launch readiness.

About Play’n GO

With more than 20 years of experience in mobile-first gaming, Play’n GO is a global leader in casino entertainment and the creator of some of the industry’s most iconic online titles, including Rich Wilde and the Book of Dead, Reactoonz, and Moon Princess.

A pioneer in the sector, Play’n GO was among the first to recognize the potential of mobile gaming, developing casino content for mobile devices as early as 2005, before the smartphone era.

Today, the company offers a portfolio of more than 450 premium titles, available to regulated operators across over 35 jurisdictions.

Play’n GO is strongly committed to a fully regulated, sustainable gaming industry built around entertainment, safety, and long-term collaboration.

The company works closely with operators, regulators, and research institutions to promote responsible gaming standards across all markets in which it operates.

With a deep understanding of both operators’ and players’ needs, Play’n GO focuses on creating high-quality, enduring content designed for long-term engagement.

In addition to game development, the company also provides backend services and solutions that support operators in delivering a seamless gaming experience.

Beyond gaming, Play’n GO has expanded into complementary entertainment verticals with Play’n GO Music and Play’n GO Shop, and is also a proud partner of the TGR Haas F1 Team.

For more information, please visit www.playngo.com

The post Play’n GO granted Alberta iGaming licence, expanding Canadian market footprint appeared first on Americas iGaming & Sports Betting News.

Alberta

Play’n GO secures Alberta iGaming supplier licence from AGLC

Published

1 day ago

May 22, 2026

Wladimir P.

play’n-go-secures-alberta-igaming-supplier-licence-from-aglc

Play’n GO has been granted a licence to supply online gaming content in Alberta, as the province prepares to launch its regulated online market later this year.

The licence was awarded by the Alberta Gaming, Liquor & Cannabis Commission (AGLC). Play’n GO said the approval allows it to provide its online casino games to licensed operators in the province.

Magnus Olsson, Chief Commercial Officer at Play’n GO, said:

“Being granted a licence in Alberta is another important step in our North American growth journey and further strengthens our presence in Canada.

Play’n GO said it has aligned its technology and game portfolio with Alberta’s regulatory requirements, with an initial batch of titles undergoing certification ahead of launch. The supplier is already active in Canada, with an established presence in Ontario and Quebec, according to the company.

The post Play’n GO secures Alberta iGaming supplier licence from AGLC appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

AGLC

Alberta iGaming Corporation Appoints Dan Keene as its CEO

Published

1 day ago

May 22, 2026

GamingAmericas.com

alberta-igaming-corporation-appoints-dan-keene-as-its-ceo

Dan Keene, who served as the interim CEO of the Alberta iGaming Corporation (AiGC), has been appointed to the role permanently, effective April 21, 2026. Under his leadership, AiGC will launch Alberta’s regulated iGaming market on July 13. Keene has played a pivotal role in shaping the province’s gaming landscape, both through his work standing up AiGC and in his previous roles at the Alberta Gaming, Liquor, and Cannabis Commission (AGLC).

“Dan brings deep operational experience and a strong track record in gaming and market development. His leadership will be essential as the Alberta iGaming Corporation prepares for launch and delivers a regulated market built on social responsibility and player protection,” said Sanjeev Kad, Board Chair, Alberta iGaming Corporation.

About Dan Keene

Serving as Vice-President, Gaming at AGLC since July 2022, Keene overseen a broad portfolio, including gaming retail services, technical operations, compliance, online gambling, player loyalty, supply chain, electronic gaming, and product development across Alberta. He has been instrumental in advancing consumer-focused initiatives. He co-led the creation of Winner’s Edge, Alberta’s first province-wide casino loyalty program, and guided the operations of PlayAlberta.ca, currently, the province’s only regulated online gambling platform. Previously, Keene worked at AGLC as Manager, Casino Products. In this role, he led a team of specialists responsible for selecting slot games and terminals for Alberta’s 30 casinos and 750 VLT locations. Before joining AGLC, he completed successful tenures with Molson Breweries and Century Casinos Inc.

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